Everything is missing & my account shows as Basic even though I have a paid one.

[MB54321]

Every single file is missing after I restarted my computer. When I logged into Dropbox online, there is nothing there. It's like it doesn't even recognize me. My plan is showing as basic even though I have a paid version. I can't even contact support because it shows me as having the basic plan. Help!

[Rich]

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@MB54321 wrote:

When I logged into Dropbox online, there is nothing there. It's like it doesn't even recognize me. My plan is showing as basic even though I have a paid version.

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You're likely signed in to a different account. Make sure you're using the correct email address when signing in. If you can't locate the correct email, use the credit card charge lookup tool to identify your paid account.

[Megan]

Hey @MB54321, I hope you're doing well!
 

Based on everything you mentioned, it sounds like you might be using a newly-created Dropbox account, could that be the case? 

Do you have another account, under a different email address? Also, what does your events page show? 

Keep me posted, and we'll take it from there!

[MB54321]

It's the correct account. One random folder that I haven't used in forever has appeared, so clearly Dropbox has some information from this account, but there is nothing else showing.

[Megan]

Hey @MB54321, if you see no more info when visiting your events page, then it's most likely a brand-new account.

Can you check your email addresses -any other that you might have- for any Dropbox related emails, just to get an idea and see if any other addresses is linked to Dropbox? 

[MB54321]

But if it's a new account, why is it showing me an old folder that I created years ago?

I have also checked my other account, and none of the files I'm looking for are there.

[Rich]

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@MB54321 wrote:

I have also checked my other account, and none of the files I'm looking for are there.

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Did you use the credit card lookup tool that I linked to above to verify the email address for your paid account?

[MB54321]

I did, and it's the one I've been using all along.

[Megan]

Hey @MB54321, is the charge linked to the same email address that you see when visiting your account's settings here?

[MB54321]

Yes, it is the same email address. I only have two email addresses, and the one I am referring to is my business one that I have been using for this Dropbox account for years.

I know it looks like I somehow created a new account today using my business email address, but how do we account for the fact that I am able to see a years-old folder in this "new" account?

To be clear, I did *not* create a new account today. I just restarted my computer, and when I tried to log back into Dropbox, for some reason it did not recognize my password. When I created a new password and finally logged in, everything was gone.